Customer Support Agent

Description

Job Summary: Customer Support Specialist to serve as the first point of contact, delivering efficient and empathetic customer service and specialized technical support for smarts. Key Highlights: 1. First point of contact for customers and partners 2. Specialized technical support for smarts 3. Coordination of trainings and travel Founded in 2004, ONE was established with the mission of creating high-quality watches at accessible prices. Today, it is a leading brand in Portugal, sold through more than 300 partners. Under new leadership since 2023, ONE continues to expand internationally, developing proprietary products that empower women worldwide. With offices in Lisbon and Porto, our predominantly female team reflects our commitment to inspiring confidence and personal expression. As a Customer Support Specialist, you will be the first point of contact for customers, partners, and internal teams, playing a central role—not only in traditional customer support but also in technical support for our smarts category and in coordinating associated trainings and travel. We are looking for someone capable of ensuring efficient, empathetic, and resolution-oriented service, while also taking on additional responsibilities tied to the technical context of our smarts. Responsibilities * Customer Service: Manage and respond to customer inquiries via email, phone, and chat, ensuring fast and efficient service; * Technical Support for Smarts: Provide specialized support related to our smarts category (setup, usage, troubleshooting), ensuring customers understand and fully leverage our products. * Problem Resolution: Support resolution of issues related to products, orders, warranties, and repairs, following up on each case until satisfactory resolution; * Order Tracking: Verify order status, monitor shipping processes, and liaise with the logistics team to ensure timely deliveries; * Complaint Management: Resolve complaints professionally, applying an empathetic, solution-oriented approach; * Cross-departmental Collaboration: Work closely with operations, logistics, and sales teams to ensure the best possible customer experience; * Analysis and Reporting: Maintain detailed records of customer interactions and relevant feedback, identifying patterns and improvement opportunities; * Online Reviews and Feedback Management: Assist in monitoring and responding to customer reviews and comments on online platforms, safeguarding the brand’s positive image; * Support Materials Development: Contribute to the creation and enhancement of customer support materials, such as FAQs, user guides, and service scripts; * Improvement Suggestions: Identify opportunities to optimize customer service processes and propose solutions that enhance efficiency and customer satisfaction. Requirements * At least 1 year of experience in customer service roles, preferably in e-commerce or retail; * Excellent written and verbal communication skills in Portuguese and English (additional languages are a plus); * Strong problem-solving ability and customer focus; * Good time management and organizational skills, with attention to detail; * Proactivity, empathy, and a positive attitude; * Familiarity with the fashion/accessories sector is valued.